IT Manager - Luxury Hotel Pre-Opening and Operations

Job Title

IT Manager (Hotel Pre-Opening) – 5-Star Luxury Property | Zambia

Location

Zambia (on-site, full time) – Relocation required

Employment Type

Full-time | Pre-opening and operational role

Property Context

A new 5-star luxury hotel in Zambia is currently in its finishing phase and preparing for opening. The IT Manager will lead the end-to-end technology set-up, integration, security, and operational readiness for Day 1 go-live, then transition into stable, high-service hotel IT operations.

Position Summary:

The IT Manager is responsible for planning, delivering, and operating all hotel technology systems to 5-star standards. This includes IT strategy and governance, integration of hospitality applications, OPERA PMS ecosystem readiness, network and cloud services, cybersecurity, guest-facing technologies, and Audio Visual (AV) systems. The role requires strong pre-opening experience, vendor management, and project leadership to ensure all systems are fully commissioned, tested, documented, and supportable at opening.

Key Responsibilities

1) Pre-Opening Technology Delivery & Readiness

• Lead the IT pre-opening plan, timeline, and execution aligned with the overall hotel project plan.
• Coordinate with Owner, Project Team, Consultants, Operator (if applicable), and Contractors to ensure infrastructure and systems are delivered to specification.
• Oversee the design review, implementation, commissioning, and handover of all IT/ELV/AV-related systems.
• Manage UAT, end-to-end testing, and cutover planning for go-live readiness, including contingency and rollback plans.
• Ensure all systems are fully documented (as-built diagrams, SOPs, asset registers, warranties, licenses, configs, runbooks).

2) IT Operations (Hotel 24/7 Environment)

• Establish and maintain IT operations processes to support a 5-star guest and colleague experience (helpdesk, incident/problem management, change control).
• Ensure high availability of all mission-critical systems including PMS, network, telephony, Wi-Fi, payment interfaces, and guest services platforms.
• Implement SLAs and KPIs for service quality, system uptime, response time, and vendor performance.

3) Hospitality Systems & Integrations

• Own integration planning and execution across hotel platforms, ensuring data flows are stable and secure.
• Responsible for:
• OPERA PMS administration readiness and interfacing
• IDS/Channel Manager connectivity and configuration
• Interfaces and integrations with POS, payment, telephony, IPTV, door locks, Wi-Fi, guest apps, finance, HR systems (as applicable)
• Partner with operational leaders (Front Office, F&B, Finance, Sales, Security) to ensure systems support operational workflows.

4) IT Strategy, Governance & Vendor Management

• Define and execute the hotel’s IT strategy aligned to brand standards and business goals.
• Manage IT vendors, system integrators, service providers, and support contracts.
• Ensure compliance with applicable hospitality technology standards and internal audit requirements.
• Maintain technology roadmaps and lifecycle plans for hotel systems.

5) Cybersecurity & Risk Management

• Implement and maintain a robust cybersecurity posture: access control, endpoint protection, patching, vulnerability management, backups, and monitoring.
• Ensure secure network segmentation for guest vs. back-of-house environments.
• Enforce user account governance, least privilege, MFA (where applicable), and security awareness.
• Coordinate incident response plans and ensure audit-ready documentation.

6) Cloud Computing & Infrastructure

• Manage cloud-based services and hybrid environments, ensuring resiliency and performance.
• Oversee network architecture (LAN/WAN/Wi-Fi), server infrastructure (on-prem and/or cloud), and core services (directory, email, backup, monitoring).
• Ensure bandwidth planning, redundancy, and performance standards suitable for luxury guest expectations.

7) Audio Visual (AV) & Guest-Facing Technology

• Lead deployment and support strategy for hotel AV systems including:
• Meeting and event spaces (sound, projection/LED, control systems, conferencing)
• Public area background music and digital signage (if applicable)
• In-room guest technology ecosystem interfaces as required
• Train relevant teams and ensure support processes are established for events operations.

8) Budgeting & Cost Control

• Build and manage IT budgets (pre-opening CapEx and operating OpEx).
• Control costs through smart vendor negotiation, asset lifecycle management, and license optimization.
• Provide clear forecasting and reporting to hotel leadership/ownership.

9) Team Enablement & Training

• Recruit, train, and supervise IT team members (if applicable) and ensure 24/7 coverage readiness.
• Deliver colleague training on systems use, basic troubleshooting, and escalation workflows.
• Develop SOPs and knowledge base documentation for operational sustainability.

Required Skills & Experience

• Minimum 10+ years’ experience in hospitality IT, including 5-star/luxury hotel environments.
• Proven pre-opening experience for 5-star hotels (end-to-end delivery through go-live and stabilization).
• Strong capability across:
• IT Operations, service management, and hotel IT governance
• IT Integration across hospitality applications and vendors
• IT Strategy and technology roadmap development
• Budgeting (CapEx/OpEx), procurement, vendor and contract management
• OPERA PMS (knowledge of interfaces and operational readiness)
• IDS connectivity (and related distribution interfaces)
• Cloud Computing and hybrid environments
• Cybersecurity (controls, policies, monitoring, incident response)
• Audio Visual (AV) Systems for meetings/events and public areas
• Project Management (planning, dependency management, risk/issue tracking)
• Strong stakeholder management with hotel operations, ownership, and external integrators.
• High service orientation suitable for luxury hospitality standards.

Qualifications (Preferred)

• Degree or diploma in IT, Computer Science, Information Systems, or related discipline.
• Recognized certifications are advantageous (e.g., ITIL, PMP/PRINCE2, vendor/security certifications).
• Experience working with hotel standards and compliance frameworks (brand or operator standards where applicable).

Behavioral Competencies

• Hands-on, delivery-focused leader who can operate in a fast-paced pre-opening environment.
• Strong problem-solving, prioritization, and decision-making under pressure.
• Excellent communication skills with both technical and non-technical stakeholders.
• Discreet, ethical, and security-minded with a high standard for documentation and controls.

Eligibility & Special Requirements

• Willing to relocate to Zambia and work on-site full time.
• Single status only (as per company accommodation/relocation policy).
• Ability to work flexible hours, including evenings/weekends as required during pre-opening and go-live.